What will you contribute?
The Senior Program Manager (SPM) will report to the Vice President, Canadian Mortgage Technologies (CMT). The SPM will lean in and lead from the front in conceptualizing and implementing sales and service programs that will help transform the culture to become more innovative, performance driven, and customer focused.
The SPM will be forward-looking in developing and operationalizing channel programs that will accelerate growth, optimize costs and maximize customer success.
The SPM will focus on 1-3 year strategic planning time horizon.
Responsibilities & Deliverables :
Your deliverables will include, but not limited, to the following :
Lead the development, execution and oversight of complex sales, service and customer success programs, balancing the competing demands of growth, quality, speed and cost.
Develop strategies that drive focus and investment in the most valuable channels, customer segments and products to increase profitability, deepen relationships and create stickiness.
Establish programs that deliver consistent, predictable, profitable growth over both the near and long term while also improving processes, team effectiveness and productivity.
Be the "face of CMT sales and service channel programs" to the Senior Leadership Team.
Act as CMTs single point of contact for the delivery of enterprise or business unit specific initiatives, programs and transformations.
Utilize analytics to evaluate performance, risk, customer health and provide meaningful reporting, insights and recommendations to support effective, data-driven decision-making.
Engage, influence and collaborate with functional areas across the organization to drive outcomes and proactively deal with issues.
Be adaptable in devising and implementing course-corrective action as necessary.
Make tactical decisions, stand behind them and drive implementation of these decisions.
Identify and propose clear options for strategic decisions (pros, cons, recommendations).
Integrate sales and service program objectives with product, delivery and client support goals.
Ensure transparent, succinct and clear reporting and communication across stakeholder groups.
Respond to uncertainties; maintain a rigorous risk management process by continually identifying, qualifying and tracking risks, defining mitigation plans, and reporting status.
Ensure the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance and conduct risk.
Ensure the sustainability of the portfolio of programs through constant monitoring, control and auditing of critical processes and procedures.
Explore, study and understand different functional areas of the business and industry best practices to uncover and lead improvement opportunities.
Champion the continuous improvement of processes to maximize productivity, operational efficiency and effectiveness while reducing waste and enhancing overall quality and speed.
Required Skills & Experience :
10+ years progressive leadership experience with highly developed interpersonal skills and a proven track record of effective delivery, influencing, motivation and negotiation.
5-7+ years experience in project / program management, sales effectiveness, operational effectiveness, risk management, business reporting.
5+ years experience working in the Canadian lending or mortgage brokering sector.
Proficient in process and standards development, implementation and continuous improvement.
Proficient in defining change management and stakeholder communication requirements and developing and delivering communication plans.
Strong business acumen.
Strong analytical skills.
Proven ability to work collaboratively and communicate effectively, both formally and informally, across all levels within the organization.
Excellent facilitation, presentation, written and verbal communication skills.
Proficiency with Microsoft Office applications, including MS Excel, Word, PowerPoint, SharePoint.
Bachelors Degree - Business or Technology or equivalent experience.
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.
If you need assistance or an accommodation due to disability please contact your recruitment partner.